Apple Recognizes Mistake
As a quick follow up to my blog yesterday, it appears that Apple has actually moved in the right direction to repair some of the damage. Their $200 price reduction on their newly introduced iPhone had left customers angry that Apple would so quickly reduce the value of their purchase. Buyer’s remorse ran amuck.
According to today’s issue of The New York Times:
“On Thursday, in a remarkable concession, Steven P. Jobs acknowledged that the company had abused its core customers’ trust and extended a $100 store credit to the early iPhone buyers.”
Do you think Apple did the right thing? Or is some of the damage irreparable?
Ted Grigg
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Do you ever make mistakes with your customers? I think every company does, sooner or later. Let's analyze what happened to Apple recently and how they handled that situation. Apple released the iPhone a couple of months ago and it was a...
Reader Comments (2)
From a PR point of view, Apple has done the right thing. It's publicity leading up to the iPhone's launch was, simply, amazing.
I'm not an early adopter of technology, nor do I think many of use should be. But new "toys" are status symbols of a consumer-hungry society.
I agree with you about Apple's comeback. It was a good save for a company that makes few mistakes.
What I learned from this as a direct marketer with a strong bottom line orientation, however, is that increasing sales to meet corporate goals may sometimes need to take a back seat to customer good will.